00 Service desk. Processes regarding the service desk activities (according to ITIL). Documented processes:

(1)

00 – Service desk

Processes regarding the service desk activities (according to ITIL).

Documented processes:

00_00_overview_service_desk

00_01_new_ticket

00_02_phone_call_visit

00_03_document_resolved_issue

00_04_solve_request

00_05_solve_event

00_06_incident_management

00_07_problem_management

00_08_change_management

00_09_issue_escalation

(2)

Overview service desk

Su

bmit {0}

Dispatch {1}

Solve

Cl

ose {0}

Comment

Others

iiTeam

iiServiceDesk

ITC

User

Start Contact isginf User/ITC/Others (requestor) contact the isginf service desk by phone, ticket or other means. Contact isginf Start [Confirm status / provide info] Contact isginf Start Ticketing system

receives ticket Get notification

Requestor gets confirmation mail.

Get notification Get notification

Get notification Requestor gets notification

mail with ticket owner.

Analyze Update ticket and inform requestor Solve request Solved? [00_00_overview_service_desk.vsd, v1.1, 14/6/2010, luca] Requestor gets notification mail that request is closed. Get notification

Get notification Close request

Get notification End [Create ticket] no yes [Confirm status / provide info] [Confirm status / provide info]

Requestor receives mail and answers if necessary. A ticket is created if none exists yet.

Dispatch ticket

Owner changes when necessary.

(3)

New ticket

Submit {0

}

Dispatch

{1}

Solv

e

Comment

Others

iiTeam

iiServiceDesk

ITC

User

Start Submit ticket User/ITC/Others (requestor) submit a new ticket by mail or form. [00_01_new_ticket.vsd, v1.2, 14/6/2010, luca] Submit ticket Start Go to ticket properties Analyze ticket Check/Set <Group> Check/Set <Service> Check/Set <Category>

<Group>: Group of the requestor (usually automatically assigned).

<Service>: The service the ticket is related to.

<Category>:

1 – Request: General service

request.

2 - Event: Event/Information. 3 - Change: Change request. 4 - Incident: Unexpected

service interruption.

5 - Problem: Resolution of

root-cause of an event or incident.

Set <Owner> [and <Responsible>]

<Submit> changes

<Owner>: Owner of the ticket (working on ticket).

<Responsible>: Responsible for ticket (defaults to first owner). Solve ticket Get notification Get notification Submit ticket Start Filter irrelevant tickets

Move SPAM, irrelevant messages, etc. to <Trash> queue.

Get notification

Check title, message text, customer info.

Get notification

Get notification Requestor gets confirmation

mail. Ticketing system

receives ticket Get notification

Requestor gets notification mail.

(4)

Phone call or visit

Submit {0

}

Dispatch {1}

Solv

e

Comment

Others

iiTeam

iiServiceDesk

ITC

User

Start

Contact isginf User/ITC/Others (requestor)

call or visit the service desk.

[00_02_phone_call_visit.vsd, v1.1, 14/6/2010, luca] Contact isginf

Start

Set <Subject> and <Text> Set <Group> Set <Service> Set <Category> Solve ticket End Contact isginf Start Set <From> Open new

phone-ticket

<From>: Customer (uname or mail address).

Consult with requestor and set a meaningful short description.

Account time

<Group>: Group of the requestor (usually automatically assigned). Set <To> <To>: Queue of the ticket

owner.

<Service>: The service the ticket is related to. <Category>:

request.

2 - Event: Event/Information. 3 - Change: Change request. 4 - Incident: Unexpected

Get notification Requestor gets notification

mail. Get notification

(5)

Document resolved issue

Document

Comment

Others

iiTeam

iiServiceDesk

ITC

User

This process describes how to document work which has been already done without a previous existing ticket.

[00_03_document_resolved_issue.vsd, v1.1, 14/6/2010, luca] End

Start

Open new phone-ticket

Set <Subject> and <Text>

Set a meaningful short description of the work done. Set <From>

<To>: Who resolved the issue.

<Service>: The service the resolved issue is related to.

Get notification Get notification Set <To> Set <Category> Set <Service> Set <Group>

<From>: Requestor (uname or mail address).

<Group>: Group for which the issue was resolved.

<Create> ticket

<Category>:

request.

2 - Event: Event/Information. 3 - Change: Change request. 4 - Incident: Unexpected service interruption. 5 - Problem: Resolution of root-cause of an event or incident. Account time Get notification yes

Set <Next ticket

state> to <closed>

Inform customer?

<Create> ticket

Get notification Close ticket Get notification Get notification

no

Decide if the requestor should be informed of the resolved issue (including ticket number).

(6)

Solve request

Solv

e

Up

date statu

s

Es

calate

Cl

ose {0}

Comment

Others

iiTeam

iiServiceDesk

ITC

User

[00_04_solve_request.vsd, v1.1, 14/6/2010, luca] Start <Submit> mail

<Next ticket state>:

open: ticket is open

closed: ticket is closed (solved) waiting for user: wait for

answer from user

waiting for other: wait for

other/external

pending close: automatically

close on specific date

pending reminder: remind

owner on specific date

stalled: ticket on hold

Analyze End Solve request Escalate? Solved? Close request End

Get notification Get notification Requestor gets notification

that request is closed. yes

no

Get notification Escalate

request

Owner changes when necessary.

no

Requestor receives mail and answers if necessary. [Confirm status / provide info] [Confirm status / provide info] [Confirm status / provide info]

Set <Next ticket

state>

Account time Open new reply

(7)

Solve event

An

alyze

Solve

Cl

ose

Comment

Others

iiTeam

iiServiceDesk

ITC

User

Create new ticket with given <Category> [00_05_solve_event.vsd, v1.1, 14/6/2010, luca] Start Analyze event End Close event

Significance? Informational: event does not require action and does not represent an exception.

Warning: a service or device is

approaching a threshold.

Exception: a service or a device

is operating abnormally. Correlate Warning/ Informational Exception Change/ Incident/ Problem Need action? yes no End <Category>:

3 - Change: Change request. 4 - Incident: Unexpected

Correlate event with other events.

Add a meaningful description as note when closing the ticket.

(8)

Incident management

Ana

lyze

Solve

Cl

ose

Comment

Others

iiTeam

iiServiceDesk

ITC

User

[00_06_incident_management.vsd, v1.2, 14/6/2010, luca] Start Resolution & recovery Incident identification End Investigation & diagnosis Need escalation? Incident solved? Close incident yes yes no Incident categorization and priorization An incident is an unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a component (e.g., HD in a RAID) that has not yet impacted a service is also an incident.

Communicate/ publish high impact

incident

High impact incidents are communicated trough the following channels (as needed): - isginf homepage

- mails to ITC or affected users

no

Communicate/ publish high impact incident resolution

Problem resolution needed?

Create new problem ticket Document incident resolution yes no Escalate incident

(9)

Problem management

Ana

lyze

Solve

Cl

ose

Comment

Others

iiTeam

iiServiceDesk

ITC

User

Start Problem identification End Problem resolution Need escalation? Problem solved? Close problem yes no Problem categorization and priorization

A problem is an unknown cause of one or more incidents.

Investigation & diagnosis no Document problem resolution Change needed? Change management yes no Escalate problem [00_07_problem_management.vsd, v1.2, 14/6/2010, luca]

(10)

Change management

An

alyze

Ap

prove

Implement

Review impl.

De

ploy

Cl

ose

Comment

Others

iiTeam

iiServiceDesk

ITC

User

Document change decision [00_08_change_management.vsd, v1.0, 14/6/2010, luca] Start Analyze change End OK? Will implement?

Close change The requestror can reopen a closed ticket if the ticket is not solved in a satisfactory way.

no

yes

Consider:

- Other (relevant) processes - Policies - Motivation - Needed resources - Dependencies - Impact - Risks Review assessment and approval Communicate decision to requestor Decide if change will

be implemented Implement change Document implementation Review/test OK? no Communicate deployment Deploy Check deployment Document

A change is an event that results in a new status of one or more components.

(11)

Issue escalation

An

alyze

Functional escalation

Hierarchical escalation

Comment

Others

iiTeam

iiServiceDesk

ITC

User

Start Escalation is required for an _{issue that an isginf member can}

not resolve alone. Usually this happens because of technical, know-how or organizational reasons. Issue resolved? no yes Contact other iiTeam member(s)

Functional escalation: The support of a higher level specialist is needed to resolve the problem.

Hierarchical escalation: A manager with more authority needs to be consulted in order to take decisions that are beyond the competencies assigned to this level, for example, to assign more resources in order to resolve a specific incident. no Hierarchical escalation? End Discuss ad-hoc escalation/ resolution options and process End Inform/contact isginf head yes [00_09_issue_escalation.vsd, v1.0, 14/6/2010, luca] Solve Issue Solve Issue